This Is CX
Channel Details
This Is CX
"This Is CX" is a discussion about all-things "customer experience", hosted by two guys (Mike Manfredo and Paul Hagen) that want to help people understand what customer experience is and how it can be done in a way that creates real value. We will share personal experiences and best practices, in ou...
Recent Episodes
63 episodes
Converge Customer Experience and Digital to Thrive in 2021 with Mazen Ghalayini
From the conversation, please find links to the following content:
We would love to hear your thoughts on your own trends or pre...
The Customer Success Equation: A Conversation with Gainsight CEO Nick Mehta
For more information about Nick Mehta and his perspectives, please visit his website:
https://www.mehtaphysical.com/
Paul and Mike would l...
Getting Back to Growth: A Conversation with Salesforce's Tiffani Bova
For more information about Tiffani Bova, please visit her website:
http://tiffanibova.com/
Paul, Mike, and Mike would love to hear your th...
Digital Metamorphosis: Rethinking How Organizations Work to Drive Digital and Customer Experience
For those interested in learning more about Digital Product and Transformation and West Monroe's capabilities to help organizations, please use the fo...
Best Practices to Enable Work-from-Home Customer Service Professionals
For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following...
Innovating on Customer Service and Cost Reduction in response to COVID-19
For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following...
Five Key Trends Bringing Customer Success and Customer Experience Together
For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a...
Come Together: The Merging of Customer Experience and Customer Success
For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a...
Gazing into the CX Crystal Ball for 2020 Trends
For any bibliophiles, these trends are also highlighted in Paul’s interview for the CMSWire article:
What to Expect From CX in 2020: 3 Accelera...
Revisiting Our 2019 CX Trends Predictions
As mentioned during the episode, the survey outcomes and five strategies discussed to quantify the ROI/value of CX can be found in Paul's latest resea...
5 Strategies for Demonstrating the ROI of Customer Experience
The survey outcomes and five strategies discussed can be found in Paul's latest research article available for download at the following link:
Q...
4 Ways to Scale and Operationalize Your Journey Efforts
If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast...
6 Key Voice of the Customer Trends
The seven mindsets to reignite your VoC program mentioned are from Gary's recently released White Paper that is available at the following link for do...
7 Mindsets to Revive Your Voice of the Customer (VOC) Program
These seven mindsets are from Gary's recently released White Paper that is available at the following link for download:
7 Mindsets to Revive Yo...
Talking CX With Your CFO
Please see Mazen's article in CMSWire describing West Monroe Partner's POV on this topic: How to Convince Your CFO to Invest in Customer Experience
Five Ways to Recession-Proof Your Business with Customer Experience
This episode is based on Paul Hagen's article on the same topic written for CMSWire: 5 Ways to Recession-Proof Your Business With Customer Experience...
An Interview with Kyle McSlarrow, Senior Vice President of CX Strategy and Journey Design for Comcast
In this episode, Mike and Paul are joined by special guest Kyle McSlarrow, Senior Vice President of Customer Experience Strategy and Journey Design at...
Reaction to the Wall Street Journal's Article on NPS
The Wall Street Journey article that Mike and Paul reference can be found below:
Safdar, Khadeeja, and Inti Pacheco. “The Dubious Management Fad...
An Interview with Angela Ferrante and Emily Rasowsky, CX Leaders at Sparkfund
In this episdoe, Mike and Paul are joined by Angela Ferrante and Emily Rasowsky, CX leaders from the company Sparkfund, a subscription-based provider...
An Interview with Todd Unger, Chief Experience Officer of the AMA
In this episode, Mike is joined by special guest Todd Unger - Chief Experience Officer at The American Medical Association - to discuss his path to be...
The Impact of a Customer-Driven Digital "Product" Mindset
In this episode, Mike and Paul are once again joined by Kyle Hutchins, Senior Director and leader of WMP's Digital practice, and Nick Hahn, Director i...
A Discussion on Customer Experience and Digital Transformation
In this episode, Mike and Paul and joined by Kyle Hutchins, Senior Director and leader of WMP’s Digital practice, and Nick Hahn, Director in WMP’s Dig...
An Update on Emerging Technologies and CX
In this episode, Paul and Mike welcome back their colleague John Sprunger, Senior Architect in West Monroe Partners' Technology practice, to give us a...
Episode 39: Gazing into the Crystal Ball - CX Trends for 2019
In this episode, Paul and Mike discuss five key trends they see impacting the CX world in 2019 with which CX Professionals should be considering for t...
Episode 38: An Introduction to Blockchain and CX
In this episode, Mike and Paul are joined by Kayvon Hosseini, a Blockchain expert at West Monroe. We explore what Blockchain is, what it means for cu...
Episode 37: Giving Thanks for Your Customers (2018)
In this holiday-themed episode, Paul and Mike discuss the importance of organizations showing their thankfulness for customers (i.e. no customers = no...
Episode 36: Is CX in danger of dying?
In this episode, Mike and Paul discuss some troubling statistics about the customer experience field that threaten its future. They discuss the busine...
Episode 35: Driving Action from Customer Insights
In this episode, Mike and Paul talk about some key challenges organizations face in broadly taking action on customer insights that organizations iden...
Episode 34: Understanding Employee Engagement Through Voice of the Employee (VoE)
In this episode, Mike and Paul are joined by Eric Freshour, a Senior Manager in West Monroe’s Organizational Change Management practice, to discuss th...
Episode 33: Bringing Customer Success and Customer Experience Together
In this episode, Paul and Mike talk about the intersection of Customer Experience and an emerging role called Customer Success. They talk about what i...
Episode 32: Using Human-Centered Design to Improve Employee Experience
In this episode, Mike and Paul are joined by colleague Alex Foucre-Stimes, a Manager in West Monroe’s Customer Experience practice, to discuss the use...
Episode 31: A CX Day Interview with Heidi Shelton
In this special “CX Day” episode, Mike and Paul are joined by special guest Heidi Shelton – Senior Director, User Experience at SEPHORA – to discuss t...
Episode 30: An Introduction to Employee Experience
In this episode, Mike and Paul discuss employee experience: what it is, what it means for organizations, and its impact on customer experience. There...
Episode 29: A Discussion on B2B Customer Experience
In this episode, Mike and Paul discuss business-to-business, or B2B, customer experience (and B2B2C or other business models) and the impact of indivi...
Episode 28: Building a CX Operating Model
In this episode, Mike and Paul discuss the CX Operating Model: what it is, why an organization needs one, and the components that are required to buil...
Episode 27: Delivering New Experiences through Augmented Reality
In this episode, Mike and Paul are joined by John Sprunger, a Senior Manager in West Monroe's Technology practice to talk about Augmented Reality - wh...
Episode 26: Adapt or Fail - CX's Role in Business Agility
In this episode, Mike and Paul revisit the topic of Business Agility, the advantage it can provide organizations when done properly, and the role CX l...
Episode 25: A Framework to Measure Customer Experience
In this episode, Mike and Paul welcome Mike Rowland, a Director in WMP's CX Practice and leader of the CX Strategy team, to discuss a broader CX Measu...
Episode 24: Automating CX Through Robotics Process Automation (RPA)
In this episode, Mike and Paul are joined by Mark Snyder, a Senior Manager in West Monroe's Operation Excellence practice to talk about Robotics Proce...
Episode 23: You Talkin' to Me? An Intro to Chatbots
In this episode, Mike and Paul are joined by John Sprunger, a Senior Manager in West Monroe's Technology practice to talk about Conversational Interfa...